Installation Guide, Second Edition - HP Integrity rx1620

Chapter 4

Troubleshooting

Running Diagnostic Software Tools

Producing a Support Ticket

To produce a complete record of your system’s configuration and test results, you must create a support ticket.

This is a simple text file that contains essential information and is designed to assist your local or HP support

agent.

To produce a support ticket, from the Welcome to e-DiagTools Menu:

Step 1. Start e-DiagTools and select Run e-DiagTools for IPF from the main menu.

Step 2. Select 2 - Run e-DiagTools Basic System Test (BST) to run the basic diagnostics on your

system, if you have not already done so.

e-DiagTools scans your system. The configuration description displays on the screen when the

configuration detection phase is complete.

Step 3. Select 2 - Continue test to run the rest of the basic diagnostics test. The results will display on the

screen. For example:

**********************************************

e-DiagTools for IPF rev. A.01.39 (c) Hewlett-Packard Company, 2002

Test Results

Tests passed. No errors found.

If you still experience problems with your system, try the following:

1. Power off and restart your system.

2. Update the system's firmware.

3. Back up your data and contact your HP Support Agent for more advice.

1-Help 2-Advanced 3-Exit 4-Support Ticket

Step 4. After the test is complete, press 4. The support ticket will display on the screen. For example:

------------------------------------------

HEWLETT-PACKARD e-DiagTools Support Ticket

------------------------------------------

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Your system: HP - rx1620

Diagnostic: System Test Passed

Date/Time: 05/01/2003 14:37:41

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

• The support ticket is a screen that displays a complete record of the test results and the

system's configuration. It is the most effective way of communicating this essential information

to your support provider.